Delivered real-time support to over 150 customers weekly via LiveChat (Chatterbox) and email, achieving a 95% resolution rate and significantly improving overall customer satisfaction. Built strong relationships with clients by communicating clearly and empathetically, leading to a 30% boost in customer retention and repeat interactions. Collaborated with cross-functional teams to troubleshoot complex issues, reducing ticket resolution time by 25% through clear documentation and timely follow-ups. Managed and maintained accurate partner data and performance metrics in the CRM system, contributing to a 20% improvement in operational efficiency. Created and reviewed content for partner engagement, ensuring 100% accuracy and alignment with brand messaging, streamlining onboarding, and reducing support inquiries by 15%.

Led cross-functional projects in health, governance, and rural development, directly impacting over 500 community members and improving access to essential services by 35%. Built and maintained relationships with local stakeholders including government officials, NGOs, and community leaders to enhance service delivery and align solutions with community needs. Built and maintained an organized physical and digital filing system. Drafted, prepared, and filed legal documents for clients who could not afford legal services. Designed and facilitated over 30 training sessions on topics such as gender-based violence, HIV awareness, and civic engagement, resulting in a 40% increase in participant satisfaction and understanding. Delivered personalized legal support and client counseling, ensuring timely resolution of cases and maintaining a 90% satisfaction rate in feedback surveys. Collected and analyzed community engagement data to inform service improvements, helping reduce client drop-off by 20% and aligning initiatives with evolving stakeholder needs.

Delivered compassionate, clear communication to 300+ study participants, obtaining informed consent and ensuring understanding of health screenings — contributing to a 100% compliance rate. Conducted detailed one-on-one interviews and recorded responses using KoboCollect, achieving 98% data accuracy and timely submission of daily field reports to the central database. Provided pre- and post-counseling support, guiding participants through sensitive health procedures, which enhanced trust and improved engagement rates by 25%. Referred individuals to appropriate health and support facilities, helping streamline access to critical care services and improve participant outcomes. Ensured quality control and ethical integrity across all touchpoints, contributing to a seamless, respectful participant experience and maintaining a 100% adherence to research protocols.

Engaged directly with 200+ clients to understand concerns, gather insights, and provide tailored legal guidance — improving trust and access to justice services by 40%. Drafted clear, client-focused legal documents and ensured timely filing of all processes, resulting in a 100% case submission accuracy rate. Implemented and maintained an organized case tracking system, enhancing document retrieval speed and improving case management efficiency by 35%. Facilitated human rights awareness sessions within the correctional facility, increasing client understanding of rights and procedures by 50%. Monitored and followed up on reported concerns, escalating urgent issues and supporting resolution efforts — contributing to a safer, more transparent client service experience.